Service Delivery Manager – 56692 - PRIMUS Global Services, Inc

We have an immediate long term opportunity with one of our prime clients for a position of Service Delivery Manager, to work in Boston, MA.

Responsibilities:

• Participate in program roadmap, rollouts, and strategic discussions with internal and customer stakeholders.
• Align with Program Director/Business Relationship Managers.
• Maintain an overall program-level view of the current state, progress, and achievements.
• Leverage e-commerce background to enhance program management.
• Manage large-scale digital programs (25+ team members) effectively.
• Comprehend key digital technologies like Cloud, DevOps, and e-commerce.
• Build and maintain the right team to deliver the program/track.
• Prepare and control budgeting.
• Enable additional support from other HCL CoE/Practices.
• Oversee delivery quality and handle customer escalations.
• Review delivery accomplishments and track work progress.
• Identify potential risks/escalations and work with Scrum Master/Product Owner on Root Cause Analysis and corrective actions.
• Ensure compliance and reporting as defined for the track, raising queries with respective SMs if issues are found.
• Maintain relationships with partners, vendors, and suppliers.
• Manage service delivery performance and compliance through agreed metrics and service levels.
• Communicate effectively across a complex and diverse group of stakeholders.
• Participate in organizational initiatives, value creation, OCM, and CSAT.
• Identify learning needs to upskill the team's capabilities.
• Work in a virtual environment across multiple time zones.
• Support global production systems, with flexibility to work non-standard hours.

Skills and Experience:

• Experience in e-commerce is a strong advantage.
• Strong experience in the retail domain.
• Understanding of Cloud, DevOps, and e-commerce technologies.
• Experience in managing large-scale digital programs and organizational initiatives.
• Deep and practical ITILv3 knowledge and experience.
• Strong negotiation and management skills to deliver supplier performance.
• Ability to communicate effectively across diverse groups of stakeholders.
• Experience in managing service delivery performance and compliance through agreed metrics and service levels.
• Ability to build and maintain effective teams, identify learning needs, and upskill team capabilities.
• Experience in identifying potential risks and working on Root Cause Analysis and corrective actions.
• Experience in budgeting preparation and control.

For Immediate consideration, please contact:

Shanmukh Reddy
PRIMUS Global Services
Direct - (972) 914 -2434
Desk- 972-753-6500 Ext: 205
Email: jobs@primusglobal.com